Patient Access Representative / Infusion Full Time (Bilingual Preferred)

Job Title: Patient Access Representative / Infusion Full Time

Department: Infusion Therapy

Reports to: Manager, Infusion Therapy

Approved Date:

Reviewed By: Human Resources

FLSA Status: Non-exempt

Position Number: HR will enter

Position Summary: Responsible for all aspects of Patient Access to the Infusion Therapy Department including scheduling, reception, and all inquiries in an orderly, expeditious and pleasant manner. Employee must have in-depth knowledge of the Infusion Center workflow, and its integration with other departments. Requires robust communication skills with patients, staff and providers. Has understanding of computer applications used to perform daily functions. Will assist with additional responsibilities related to financial assistance programs for patients.

Requirements:

Education: High School graduate or equivalent.

Skills: Ability to work independently. Knowledge of medical terminology, strong communication skills and telephone technique. Must be able to work well under pressure with patients and health care professionals. Bilingual in Spanish is highly preferred.

Experience: 2+ years hospital or private office scheduling experience. Experience in an oncology care setting is preferred.

Essential Functions of the Job:

• Lead for coordinating Patient Assistance programs for drug recovery and other programs as implemented.
• Receives and checks in patients according to procedures, facilitating reduced wait times.
• Promptly answers telephone inquiries, maintaining strict adherence to confidentiality agreements, policies and procedures.
• Provides patients information on the Infusion Center and related programs, policies and procedures according to the specific patient type.
• Coordinates with the Cancer Center staff, offices referring for medical infusion and Call Center prior authorization staff Cancer Center staff to collect all required insurance and clinical documents.
• Opens accounts for new patients. Collects and accurately enters all required patient information into the appropriate medical service software to complete and prepare patient records.
• Schedules all patient types according to guidelines, understanding the nuances of oncology versus medical infusion patients and scheduling patients in a timely manner. Coordinates scheduling with medical oncology practice schedules.
• Communicates effectively with all members of the infusion team any issues or concerns related to patient scheduling, access, arrival and financial data collection.
• Keeps patients awaiting scheduling or already scheduled updates on the status of their scheduled appointments, communicating reasons for delays or changes clearly and addressing concerns related to schedule changes or delays.
• Participates in Performance Improvement objectives for the Infusion Therapy department offering input on objectives, feedback, collecting data as needed, etc. .
• Supports organizational changes. Demonstrates professionalism and flexibility in providing coverage and/or availability unexpected absences, events or call volume variances.

Service Delivery Expectations:

• Handles all functions using a patient centered approach
• Provides Patient with exceptional customer service experience
• Team Player
• Meets the expectations of internal and external customers (Patients, Physicians Office) in providing excellent service.
• Demonstrates positive customer relationship skills with all telephone and in person encounters.
• Suggests improvements and participates in efforts to improve service levels.
• Promotes sense of pride in the Infusion Therapy Department and positive interpersonal relations among all team members.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)